The core business of the District of Columbia Government is to provide indiscriminate service to the public. Accordingly, we are accountable for recognizing, appreciating, valuing and respecting the uniqueness of all individuals in performing our duties as employees and representatives of the government.

We owe it to ourselves to celebrate our differences so that both customers and employees feel valued, not just tolerated. More specifically, on a daily basis, we must strive to give exceptional service to everyone, regardless of their language, culture, nationality, or ethnic background.

Please review the following suggested behaviors for customer service opportunities and encounters with people with limited English proficiency:

• Telephone/Face-to-Face
• Correspondence
• Dos and Don’ts

Telephone/Face-to-Face

• Use the proper greeting and/or acknowledgement based on the District’s established customer service standards every time a person seeking service enters the servicing environment and/or reaches a government office by telephone.
• If a customer speaks in a language other than the language(s) that you are thoroughly familiar with, you must immediately refer to translation and/or interpretation information/resources for assistance to identify the language and to facilitate the service experience (ex. Language Line, other translation services, bilingual employees of your agency, etc.).
• Never make guesses or assumptions about the language that is spoken.
• Never ask a customer if they speak or understand English.
• Never tell a customer that you only speak or understand English, unless you are specifically asked.
• Never indicate, verbally or in writing, that a customer must speak English in order to get service.
• Never raise your voice.
• Always be patient.
• Never become physically confrontational (ex. grabbing, shaking or touching in any way).
• If a customer indicates that he/she can understand and speak English, you must:
  Speak in brief, simple sentences rather than long, compound or complex sentences.
  • Speak slowly and articulate distinctly; do not raise your voice.
  • Do not use agency jargon or abbreviations.
  • Do not ask “either/or” questions; pose two questions instead.
  • If the person is obviously having difficultly understanding you, try using different words or phrases.
  • Allow time for the person to translate and mentally process what you have said.
  • When necessary, offer the use of translation and/or interpretation services.
  • Recognize that customers of some cultures are not demonstrative. For example, a smile may hide truer emotions, such as frustration and/or confusion.
  • Recognize that silence should not be mistaken for misunderstanding or rudeness. In fact, a customer may in fact be silent for a number of reasons including, respect for your authority in the situation, agreement with what you are saying or doing, or fear of being judged on their ability to speak English.
  • Watch for non-verbal cues, such as nodding indicating that the customer understands what you are saying or doing. Recognize that everyone may not use verbal reinforcements such as “I see” or “uh huh”.
• Show mutual respect for every customer who seeks assistance or services from you.
• Follow all of the District’s established customer service standards, including those for telephone and face-to-face interactions.
• Be prepared to assist every customer who seeks services from your agency by knowing the resources that are available to you and knowing how to appropriately and efficiently use those resources.

Correspondence

• If you receive correspondence written in a language other than the language(s) that you are thoroughly familiar with, immediately refer to translation information/resources for assistance to identify the language and to facilitate drafting a response to the customer (For example, use Language Line, other translation services, bilingual employees of your agency, etc.).
• Acknowledge and/or respond to all correspondence within 48 hours or 2 business days using the standardized acknowledgement letters that are presently translated into Amharic, traditional Chinese, French, Korean, Spanish, and Vietnamese. Should you receive correspondence in a language other than the ones listed, immediately refer to translation information/resources for assistance to identify the language and to facilitate drafting a response to the customer (For example, use Language Line, other translation services, bilingual employees of your agency, etc.).
• Never respond in English to correspondence that is written in other languages.
• Never send requested materials, pamphlets, brochures, etc., written in English, to customers who have requested such materials in other languages.
• Never respond to correspondence that is written in other languages indicating that requests must be re-written in English in order for services to be provided.
• Always follow all of the District’s established correspondence customer service standards.
• Be prepared to ensure the timely response to correspondence written in other languages by knowing what resources are available to you and how to appropriately and efficiently use those resources.

Don’t Ask a customer if he/she speaks or understands English Make guesses or assumptions about a customer’s native language Tell a customer that you only speak or understand English, unless you are specifically asked Indicate, verbally or in writing, that a customer must speak English to receive services Raise your voice or display other unprofessional behaviors when assisting a customer Make customers with limited or no English proficiency wait for service Send English versions of documents or responses to requests from customers that are written in other languages

Do Greet all customers appropriately and be prepared to assist those who have limited English proficiency Use language translation resources to accurately identify the language being spoken Facilitate service interactions in English only when customers indicate that they are proficient Use appropriate language translation resources to facilitate service interactions when necessary Remain calm, patient and professional at all times Provide assistance to customers in the order in which they arrive Ensure that commonly requested documents are available in the languages spoken by your customers and use translation or interpretation resources to draft appropriate responses when necessary